Dazard Casino - Ο παίκτης αντιμετώπισε τεχνικό σφάλμα κατά τη διάρκεια του παιχνιδιού.

Hello,

I have a huge problem!

I played the slot Big Wild Bufallo with a €50 locker last night.

At some point I received free spins and in the penultimate spin I had a big win of around 80k, which of course made me very happy. While I showed it to my wife and we were over the moon, the last spin of the free spins came and I got an incredible picture of over 250k when the game ended, the winnings were summed up (max win on the slot is x5000 Max win would be 250k but the slot showed me "only" 109k as a total win When I looked at the sale on the provider's website a little later (the highest wins are said to be recorded here) the last spin was simply changed and I have a different one get to see gameplay... the casino has already been informed and wanted to check with the appropriate department what options do I have to save myself this is a life changing win and every player's dream but they can't just take me out of 141k..

please urgently for help my nerves are at the end

Hallo,

ich habe ein Riesen Problem!

ich habe gestern Abend auf dem Slot Big Wild Bufallo mit 50€ Spind gespielt.

irgedwann habe ich freispiele erhalten und im vorletzten Dreher habe ich ein Big win von ca. 80k gehabt was mich natürlich schon unheimlich gefreut habe. Während ich das meiner Frau gezeigt habe und wir aus dem Häuschen waren kam der letzte Dreher der freispiele und da habe ich ein unglaubliches Bild bekommen von über 250k als das Spiel anschließend zu Ende war wurden die Gewinne summiert (Max win an dem Slot ist x5000 also wäre Max win 250k aber der Slot hat mir „nur" 109k als Gesamtgewinn angezeigt. Als ich mir wenig später auf der Seite der providers den Verkauf angeschaut habe (die höchsten Gewinne werden hier angeblich aufgezeichnet) wurde der letzte Spin einfach geändert ich habe ein anderes spielverlauf zu sehen bekommen… das Casino wurde bereits informiert und wollte das bei der passende Abteilung nachfragen. Was habe ich für Möglichkeiten mich zu währen das ist lebensverändernder Gewinn und ein Traum jedes Spieler aber die können mich doch nicht einfach um 141k bringen..

bitte dringend um Hilfe meine Nerven sind am Ende

Dear salarghiassi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Now the casino has canceled the amount I had already won that was credited to my account and only left me 10k. With the reason I would have played with bonus money from points for money and there the max payout would be 10k. But that's not true, I had already won 20k with VIP bonus money (no max win limit) of which I had already paid out a part and I canceled the rest last night (about 8k) and continued playing with it and had the win mentioned above. So instead of 250k should I be satisfied with 10k?

Jetzt hat das Casino den Betrag den ich bereits gewonnen habe und auf mein Account gutgeschrieben war storniert und mir lediglich 10k hinterlassen. Mit der Begründung ich hätte Mit Bonus Geld von Points for money gespielt und da wäre die Max auszahlung 10k. Das stimmt aber nicht ich hatte bereits 20k mit VIP Bonus Geld (kein Max win Grenze) gewonnen gehabt davon hatte ich bereits ein Teil ausgezahlt und den Rest habe ich gestern Abend storniert (ca.8k) und damit weitergespielt und den oben genannten win gehabt. Also anstatt 250k soll ich mich jetzt mit 10k zufrieden geben?

I have sent you screenshots which clearly show that I made the big win yesterday with canceled withdrawals pending. The casino also admits that there is no max win for VIP but they claim I got the win with the points for money bonus. This is just not true as you can see from the screenshots. I received the said bonus on February 18th at around 4 a.m. but I received the profit with the canceled payouts that I had given in the order before the bonus was activated. I didn't make any profit from the points for money bonus.

Ich habe euch Screenshots geschickt woraus eindeutig zu sehen ist das ich den großen Gewinn gestern mit Stornierte Auszahlungen getätigt habe die noch in der Schwebe waren. Das Casino gibt ja auch zu des es kein Max win bei VIP hat aber die behaupten ich hätte den Gewinn mit den Points for money bonus erhalten. Das ist wie man aus den Screenshots sehen kann einfach nicht wahr. Den besagten Bonus habe ich am 18.2 um ca. 4 Uhr erhalten aber den Gewinn habe ich mit den stornierten Auszahlungen die ich vor Aktivierung des bonuses im Auftrag gegeben habe erhalten. Aus dem points for money bonus habe ich kein Ertrag gemacht.

I do apologize, salarghiassi, but I haven't received any emails with screenshots from you. Could you please try again? My email address is petronela.k@casino.guru.

Hello again, so the address is correct (see attachment)

Hallo nochmal, also die Adresse ist korrekt (sieht Anhang)

I received it now. Could you forward your game history too, please?

You can't see the gameplay that far. Unfortunately only the last 50 spins.

but this is easy to understand based on the date of the respective payment.

-17.02

Received a VIP bonus and won over approx. 25k and paid it out.

02/18

ponit for cash bonus received and lost everything

02/19

canceled part of the payout from 17.02 and achieved the big win (of which 141k were simply not credited to me)

then I gave 5k again today to be paid out because my VIP manager had set it up for me so that I could pay out 12k of the 25k from 17.02 on the first day and then 5k each day. Now I had complained about the missing profit of 141k and meanwhile they simply deducted the remaining profit of over 75k and only left 10k

Den spielverlauf kann man so weit nicht abrufen. Leider nur die letzten 50 Spins.

das ist aber anhand des Datum der jeweiligen Auszahlung leicht nachvollziehbar.

-17.02

VIP Bonus erhalten und über ca. 25k gewonnen und zur Auszahlung gegeben.

18.02

ponit for cash bonus erhalten und alles verloren

19.02

teil der Auszahlung von 17.02 storniert und den Big win erzielt (wovon mir einfach mal 141k nicht gutgeschrieben worden sind)

dann habe ich nochmal heute 5k zur Auszahlung gegeben da mein VIP Manager mir das so eingerichtet hatte das ich von den 25k von 17.02 am ersten Tag 12k und dann jeweils 5k täglich auszahlen kann. Jetzt hatte ich mich erst über den fehlenden Gewinn von 141k beschwert und währenddessen hat man mir den restlichen Gewinn von über 75k einfach abgezogen und nur 10k hinterlassen

It seems to me that the casino is doing this on purpose because I was originally entitled to 140k more.. you have to imagine I had won around €350,000 in the free spins, of which only 109k were initially credited to me (although the game had a max win of 250k has) and when I complained about it, what had previously been credited was also taken away from me

Mir kommt das vor als ob das Casino das absichtlich macht da mir ursprünglich 140k mehr zustanden.. ihr müsst euch vorstellen ich hatte in den freispielen ca. 350.000€ gewonnen wovon mir nur 109k vorerst gutgeschrieben worden sind(obwohl das Spiel ein Max win von 250k hat) und als ich mich darüber beschwert habe wurde mir auch das weggenommen was zuvor gutgeschrieben worden war

I've been playing regularly for high stakes for over 15 years. That's the most I've ever won and they just want to take that away from me now

Ich spiele schon seit über 15 Jahren regelmäßig und mit hohen Einsätzen. Das ist das höchste was ich je gewonnen habe und das will man mir einfach jetzt wegnehmen

Thank you, salarghiassi, for your replies and forwarded communication between you and the casino. I saw the explanation from the casino that you accumulated your winnings from loyalty points, not from a real money deposit. Is that correct, please?

It was said that I won from loyalty points and as you can see it was said that if it was a VIP bonus I would be paid out. It was an old VIP bonus that I had paid out before receiving the points and canceled the payout after the points and thus made my profit. You can see that too. But suddenly the casino says it doesn't matter whether it's a VIP or a points bonus, although the message says otherwise

Es wurde gesagt das ich aus Treuepunkten gewonnen hätte und wie sie sehen wurde gesagt das wenn es ein VIP Bonus wäre man mir das auszahlen würde. Es war aus ein alten VIP Bonus den ich vor Erhalt der Punkte in Auszahlung gegeben hatte und nach den Punkten die Auszahlung storniert habe und damit mein Gewinn erzielt. Das kann man auch deutlich sehen. Aber plötzlich sagt das Casino es wäre egal ob VIP oder Punkte Bonus obwohl aus der Nachricht was anderes zu lesen ist

I have emailed you the chronological sequence again

Ich habe dir den chronologischen Ablauf nochmal per geschickt

I see. Could you please advise what is your VIP level? I have found the "Loyalty Program" that displays the exchange rate and prize breakdown applicable for free bonuses.

From which bonus you accumulated your winnings, please?

Hello, I'm Level Argentum and I won the prize with a VIP bonus that I had already paid out and canceled beforehand.

Hallo, ich bin Level Argentum und den Gewinn habe ich mit bereits umgesetzten VIP Bonus gewonnen was ich zuvor bereits in Auszahlung hatte und storniert habe.

You can also see in the attachment that my VIP manager first says here "this is a Pinots bonus and if it were a VIP bonus there would be no problem." and when I received the game logs and it was clear that it was the VIP Bonus acts that I had already implemented and paid out. I then canceled the withdrawal and got the win. But suddenly the VIP manager doesn't want to know anything about it and insists that the condition applies to all bonuses. But from the course it is clear to see that what was said before.

I just emailed them the progress.

Thanks for the support

Sie sehen auch im Anhang das mein VIP Manager erstmal hier sagt „das es sich um Pinots Bonus handelt und wäre es ein VIP Bonus wäre es kein Problem." und als ich die spiel Protokolle erhalten habe und man klar herausstellen konnte das es sich um den VIP Bonus handelt den ich bereits umgesetzt und in Auszahlung gegeben hatte. Anschließend habe ich die Auszahlung storniert und den Gewinn erzielt. Aber plötzlich will der VIP Manager nichts davon wissen und besteht drauf das die Bedingung für alle Bonus gilt. Aber aus dem Verlauf ist klar zu sehen das vorher was anderes gesagt wurde.

den Verlauf habe ich ihnen grad per Mail geschickt.

danke für die Unterstützung

Thank you, salarghiassi, for the clarification. Could you please advise if you tried requesting the entire game history from the casino? I know you can see the last 50 spins only but the casino should give you your gameplay if you request it. Please try and let me know how it went.

Hello, thanks for the reply

I now have the entire history and have just emailed it to you.

Hallo, danke für die Rückmeldung

ich habe nun den gesamten Verlauf und habe das soeben per Mail an sie geschickt.

Thank you very much, salarghiassi, for your game history. Since there are no dates visible, could you please advise the exact date when you hit the big win of €109,020? Also, please forward a screenshot of your cashier history displaying your deposits.

Hello,

Thanks for the feedback!

I got the big prize on February 19, 2023 at 8:35 p.m. (CET). I have just emailed you the attachments you requested. Thank you for your effort 🙏

Hallo,

danke für die Rückmeldung!

den großen Gewinn habe ich am 19.02.23 um 20.35Uhr (MEZ) erzielt. Die gewünschten Anhänge habe ich ihnen soeben per Mail geschickt. Vielen Dank für ihre Mühe 🙏

Hello again,

I have also sent the messenger history in the attachment, where you can read exactly how the manager tells me that the winnings were unfortunately won with points. The manager literally says if I had made the profit with the VIP bonus, a payout would not be a problem. At the time, the casino firmly claimed that the winnings came from the points. Only when I proved that the winnings were from the VIP bonus did the casino claim that the same rules would apply to the VIP bonus. However, I have it in writing that previously something else was claimed. (I emailed you the attachments)

Hallo nochmal,

Im Anhang habe ich auch den Messenger Verlauf geschickt dort ist genau zu lesen wie der Manager mir sagt das die Gewinne leider mit points gewonnen wurden. Der Manager sagt hier wörtlich wenn ich den Gewinn mit dem VIP Bonus erzielt hätte wäre eine Auszahlung kein Problem. Zu dem Zeitpunkt hat das Casino entschlossen behauptet das die Gewinne aus den points stammen. Erst als ich bewiesen habe das die Gewinne aus dem VIP Bonus waren behauptete das Casino das es auch für VIP Bonus die selben Regeln gelten würden. Allerdings habe ich es schriftlich das vorher was anderes behauptet wurde. (Die anhänge habe ich ihnen per Mail zukommen lassen)

Hello again, I have listed everything chronologically here again.

17.02 Get a VIP bonus of €300

17.02 VIP bonus wagered and won over €25,000.

17.02 Request to the manager if I can withdraw more than the allowed €5,000 a day? (There is an agreement regarding higher payout)

18.02 Manager confirms that after consultation I can immediately withdraw €12,000 and €5,000 every other day.

(There has never been talk of a winning limit here! I have already won over €25,000 here and no one says that I have exceeded the limit or at least should not exceed it any further. Here my profit will be paid out without any problems)

19.02 17.000€ have already been paid out here and another €4,000 were still in progress.

My account balance here was below 10 cents.

19.02 I activate the bonus "points exchange" but do not make a profit here and lose the money.

19.02 I cancel the €4,000 that were still in progress and thus achieve a profit of over €100,000

But play another €25,000 so that my account balance is €75,000

19.02 so that I don't completely lose everything, I use a Cool offf lock

20.02

When I wanted to give another €5,000 for payment, I noticed that my profit was reduced from €75,000 to €10,000.

20.02

Asking for management why my credit was reduced from €75,000 to €10,000, I received the answer you can see in the screenshot

Thank you, salarghiassi, for your replies. We are communicating with the casino and will inform you shortly about any further updates. Thank you in advance for your patience.

Thank you very much, both sides, for providing all the necessary information. I will now transfer salarghiassi's complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Adam,

First of all, thank you very much for processing my case.

I have also added the email traffic with Dazard Casino to you.

I am aware that casinos have terms and conditions. I have been playing for almost 20 years and I know it really well.

However, in this case it is not about the official bonus conditions but about a personal VIP bonus, which is almost individually in every casino.

You can clearly see from the communications I sent you before that I am told several times that the profit doesn’t comes from the bonus "points exchange" and my VIP manger write it would not be a problem with the VIP bonus but in this case i use the Points Exchange (Look at the Telegram screenshot with the VIP Manager).

Furthermore, it is also clear here in the email process with Tim from Dazard Casino that I mention several times at the beginning that the profit comes from the VIP Bonus. Tim claims here at the beginning of the conversation that I am wrong and the profit comes from Ponits Exchange (here again it is not even mentioned that it does not matter what bonus I used)

Only when I clearly prove that the profit comes from the VIP bonus does the casino suddenly change its view and claim that the conditions also apply to the VIP bonus.

I know that you are strong for fair play bets and if you look at it you can clearly see that Dazard Casino does not act fairly here and tries to twist his own statements.

Thank you very much again for your clarification.

i have send you all the traffic per Mail

Regards,

salar

Hello Salar,

I have reviewed your case and I am currently discussing the situation further with the casino. Thank you for additional the information you have sent. I will post here with an update as soon as possible.

Kind regards,

Adam

Dear Salar,

Unfortunately, the case is still being discussed and more time is required to bring it to a conclusion. I will, as mentioned, post an update when I can provide further information to you.

Thank you for your continued patience.

Kind regards,

Adam

Hello Adam,

many thanks for your support!

If you still need proof from me, please do not hesitate to ask.

I have compiled all the evidence so far to show that the casino is twisting the facts and refusing to pay my winnings.

Best regards,

salary

Hallo Adam,

vielen Dank für deine Unterstützung!

solltest du noch Nachweise von mir benötigen zögere bitte nicht zu fragen.

ich habe soweit alle Beweise zusammengestellt die belegen das das Casino die Tatsachen verdreht und sich weigert mein Gewinn zu zahlen.

Liebe Grüße,

Salar

Hello Salar,

I am awaiting a further response from the casino regarding this case, so will once more extend the timer in the hope that we can find a resolution to this complaint.

Kind regards,

Adam

Dear Dazard Casino,

Can you please provide us with an update regarding this case?

Kind regards,

Adam

Hello everyone!

First of all, we want to thank the Casino.Guru team for taking their time to investigate this case.

We have contacted game provider concerning the calculations and I want to assure you that winnings were calculated correctly.

The game provider have provided us with bet details and round replay as well. Our team have forwarded this information to the player.

However, If the player still has doubts, he could contact the game provider directly.

All games on our site are represented by licensed game providers, and I think they will be happy to double-check this information with the player.

As for the winnings from the bonus funds, all the winnings were acquired from using bonuses.

The maximum amount of winnings acquired from using bonus funds, including any deposit bonuses, no-deposit bonuses, weekly reload bonuses, winnings from free spins, cashback bonuses, funds received from, exchanging points, tournament winnings, local jackpot winnings, loyalty bonuses, and other bonuses is EUR 10,000 / USD 10,000 / AUD 15,000 / CAD 15,000 / NOK 100,000 / PLN 44,000 / NZD 15,000 / JPY 1,300,000 / BTC 0.3 (other cryptocurrencies at the euro exchange rate).

The amount you win using the above-listed bonus funds that goes beyond these values may not be available for withdrawal and will be cancelled.

After the financial department audited the winnings, it was determined that the winnings acquired from using bonus funds.

Therefore, some amount of the winnings were deducted according to the rule above.

You can check out Bonus Terms and Conditions by the following link:  https://www.dazard.com/bonus-terms-and-conditions

We would like to point out that the gambling must be treated as an entertainment measure only. The casino is not a financial institution or charitable organization and therefore should not be treated as such.

Moreover, the most casinos have the same rules regarding maximum amount of winnings from using bonus funds.

Our company is always glad to reward our customers for their activity with gifts, bonuses, special offers and even more. However, our bonuses and bonus offers are regulated by the Bonus Terms and Conditions.

We understand that sometimes you have to bend the rules to satisfy our customers. Please let me note that from our side we have paid out more than was available due to winnings limit from bonuses to make a customer happier.

As for the real funds from deposits, we don't have any limitations on winnings for playing with the real funds.

Also, we understand that it could be frustrating. We are always looking for the ways to satisfy our customers and make them happier. We will be glad to provide you with the additional bonus of 1000 EUR with wagering requirements x10 to cheer up the player. To claim the bonus, please feel free to contact our customers service in any convenient way for you.

We provided the player with all the data and rules we were referring to. All the necessary evidence was provided to the representatives of the forum. In case you need more information, we would be glad to help you.

Sincerely yours,

DAZARD Casino Representative

Hello Adam Hello Dazard,

in the attachment you can see how the VIP manager informed me in the messager after my question why my winnings were withdrawn that my winnings were allegedly generated by the bonus program "Points Exchange" and there are no problems with the VIP bonus to achieve higher winnings but since I allegedly made the profit with "points exchange", my profit was reduced. Only when I proved that the profit was achieved through the said VIP profit did the casino no longer want to know anything about the message from the VIP manager and has been twisting its own statement ever since. @ I uploaded the screenshot here again if I'm too stupid and didn't understand the context feel free to correct me

Hallo Adam Hallo Dazard,

im Anhang sehen sie wie der VIP Manager mir im Messemger nach meine Frage warum meine Gewinne entzogen worden sind mitgeteilt das mein Gewinn angeblich durch das bonus Programm „Points Exchange" erwirtschaftet wurde und es mit dem VIP Bonus keine Probleme höhere Gewinne zu erzielen aber da ich den Gewinn angeblich mit „points exchange" erzielt habe wurde mein Gewinn reduziert. Erst als ich nachgewiesen habe das der Gewinn genau durch den besagten VIP Gewinn erzielt wurde wollte das Casino von der Nachricht vom VIP Manager nichts mehr wissen und verdreht seit dem die eigene Aussage. @ich habe den Screenshot hier nochmal hochgeladen falls ich zu dumm bin und den Kontext nicht verstanden habe korrigiere mich gerne

Dear Adam, Unfortunately I couldn't upload the screenshot here. I just emailed them to you.

Lieber Adam, Leider konnte ich den Screenshot hier nicht hochladen können. Ich habe sie dir soeben per Mail geschickt.

Hello all,

This case has been discussed at great length and all evidence reviewed multiple times.

Our final conclusion is that the player accumulated the funds from the EUR 4000 that was part of the already established winnings from the use of the VIP bonus. It was agreed that the amount won could be withdrawn, and the casino stated that this EUR 4000 was part of the winnings and a withdrawable amount. The casino also stated that if this amount had been withdrawn, then deposited and used to accumulate the large win, there would be no restrictions. The question here is when the funds stop being "bonus funds" and can be considered real money without limitations. 

There does not appear to be anything in the terms and conditions that states that the money should be considered as "bonus funds" until the withdrawal of the winnings has been completed. As the wagering was completed, winnings agreed upon and withdrawals were in process, it is understandable that the player could believe that the bonus was finished. The fact that other rules such as max bet no longer apply at this point only strengthens this. 

Consequently, we do not feel that the fact the money was not withdrawn before being used to gain the large winnings is sufficient or fair as a reason for capping the player’s funds and believe that the win, as displayed in the video from the provider, should be honored in this case.

Dear Salar,

At this point, the casino has stated that their decision is final in this matter and made you an offer of a bonus as compensation. As mentioned, we believe you should be entitled to be paid the amount as displayed in the video from the game provider, but as the casino does not want to reconsider its decision the only option we have is to close the complaint as 'unresolved' and recommend that you submit a complaint to the regulatory authority.

I would therefore like to ask you if you will be accepting the casino's offer of the aforementioned bonus as a resolution to this case, or if we should proceed to close the complaint as 'unresolved'.

Kind regards,

Adam

Hello Adam,

First of all, thank you very much for your commitment and effort!

Far from the facts you listed, the VIP manager told me in messenger that the profits from the VIP bonus are unlimited.

however due to this experience i will avoid all casinos of dama group in the future.

The casino's offer with the €1,000 bonus is just a bad joke to me and shows how unfriendly the casino is to customers and of course I will not accept the offer.

Furthermore, I will make it my task to make this incident public everywhere so that other customers do not fall for such a provider.

Many thanks to the whole Guru team

I will

Hallo Adam,

erstmal vielen Dank für dein Einsatz und die mühe!

fernab von den Fakten die du aufgezählt hast hat der VIP Manager mir im Messenger mitgeteilt das die Gewinne durch den VIP Bonus unbegrenzt sind.

wie auch immer durch diese Erfahrung werde ich in Zukunft alle Casinos der Dama Gruppe meiden.

Das Angebot des Casinos mit den 1.000€ Bonus ist für mich einfach nur ein schlechter Witz und zeigt wie unfreundlich das Casino den Kunden gegenüber ist und natürlich werde ich das Angebot nicht annehmen.

des Weiteren werde ich es mir zur Aufgabe machen diesen Vorfall überall öffentlich zu machen damit andere Kunden nicht auf solch ein Anbieter reinfallen.

vielen Dank an das gesamte Guru Team

ich werde es mir

Thank you for your response Salar.

The complaint will now be closed as "unresolved' as previously mentioned. I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear Dazard Casino,

Can you please provide a further update on the situation?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Salar,

The casino has stated that this complaint has now been resolved, can I ask you to please confirm this and that the complaint can be closed?

Kind regards,

Adam

Dear Salar,

I would like to ask you once more to respond to the complaint and confirm that the matter has been resolved.

I will extend the timer for 7 days. If we do not hear from you within the specified timeframe the complaint will be rejected.

Kind regards,

Adam

Hello everyone! 

I am delighted to inform you that we have reached an agreement with the player after he had a discussion with our manager. 

It is going against our current Terms & Conditions but it was decided to add the whole amount that was substracted according to the agreement he had with casino representative. As it was mentioned before, we understand that sometimes you have to bend the rules to satisfy the customers.

We are also glad to announce that we will rework the bonus rules in the future and we are currently working on it. We are looking for a technical solution we already have for free spins bonuses, but right now the bonus rules will only apply at the wagering stage and at the completion stage.

In addition, we want to thank the Mr. Ghiassi and Casino Guru team for their patience and their cooperation on this case.

Thank you all very much! We wish you all the best!

Sincerely yours,

DAZARD Casino Representative

Hello Dazard Casino,

Thank you for updating us on the situation. The player has since stated that their last payment is due to be made on 01/07/2023, and that they would then like to post confirmation. Consequently, I will set the timer for 6 weeks and we will await further news from the player.

Kind regards,

Adam

Dear Salar,

Can you please provide an update on the situation regarding your payments? Are any still outstanding?

Kind regards,

Adam

Hello everyone,

As already mentioned, the payout was paid out in 3 installments. Unfortunately, there is still a bitter aftertaste because I will never get the profit I really made because neither the casino nor the game manufacturer feels guilty. We're talking about a difference of €140,000, but since I have no evidence other than my eyes and my wife's eyes, I can't seem to get anything there. I hope and wish that this doesn't happen to any other player. But at least, thanks to your help, I received the remaining amount that was canceled before. Many thanks again to the whole Guru team and people pay close attention to where you play and very importantly do not take any game providers who have attracted negative attention, as in this case BELATARA recordings were manipulated and mr were simply never credited with more than €140,000.

VG,

salary

Hallo zusammen,

Die Auszahlung wurde wie bereits erwähnt in 3 raten ausgezahlt. Leider bleibt trotzdem ein bitterer Nachgeschmack da ich den Gewinn den ich wirklich erzielt hatte nie bekommen werde da sich weder Casino noch spielhersteller in Schuld sieht. Wir sprechen hier von eine Differenz von 140.000€ aber da ich keine Beweise außer meine Augen und die Augen meiner Frau habe kann ich da wohl nichts erreichen. Ich hoffe und wünsche das sowas keinen anderen Spieler passiert. Aber wenigstens habe ich dank eure Hilfe die restliche Summe erhalten die mir zuvor storniert wurde. Vielen Dank nochmal an das ganze Guru Team und Leute achtet gut drauf wo ihr spielt und ganz wichtig nimmt keine spielanbieter die negativ aufgefallen sind wie in diesen Fall BELATARA Aufnahmen wurden manipuliert und mr wurden einfach über 140.000€ nie gutgeschrieben.

VG,

Salar

Hello Salar,

I am glad that the payments were received as per your agreement with the casino, and I appreciate your additional comments. I will now mark the complaint as resolved in our system.

We thank you for your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam